Requirements
· Provide first-level IT support to Korean-speaking users via phone, email, chat, and ticketing systems.
· Log, classify, prioritize, and track incidents and service requests in the ITSM tool (e.g., ServiceNow).
· Troubleshoot common issues related to
o Windows and macOS systems
o User account and password issues
o Email/Outlook, VPN, and collaboration tools
o Hardware and peripheral devices
o Network connectivity (basic)
Incident & Request Management
· Perform initial diagnosis and resolve issues where possible; escalate to L2/L3 support when required.
· Follow standard operating procedures, knowledge articles, and escalation workflows.
· Ensure timely updates and communication with end users.
Customer Experience
· Deliver a highly professional and empathetic service experience to Korean-speaking stakeholders.
· Maintain strong service quality, adherence to SLAs, and contribute to continuous service improvement.
On-Site Support Coordination
· Collaborate with onsite teams to facilitate physical troubleshooting when needed.
· Assist in coordination of hardware replacements, equipment handover, and device setup.
Required Qualifications & Skills
Language Skills
· Native-level fluency in Korean (spoken and written) — mandatory.
· Strong English communication skills — both verbal and written.
Technical Skills
· Experience in IT Service Desk or Helpdesk support role (1–3 years preferred).
· Good understanding of
o Windows OS, macOS
o Office 365 environment
o Basic network troubleshooting
o Remote support tools
Professional Skills
· Excellent problem-solving abilities with a customer-first mindset.
· Ability to work independently on-site while coordinating with remote teams.
· Strong documentation and ticket management discipline.
Preferred Qualifications
· Experience supporting Korean multinational companies or Korean user communities.
· Familiarity with ServiceNow or similar ITSM platforms.
· ITIL Foundation certification is a plus.
Working Hours
· customer-defined shift schedule Korean time
· Flexibility required for urgent support or escalations.